Invoices and membership not showing (but I did pay for it!)

[JB_comm]

Hi! 

I am desperately looking for our proof of payment, membership and invoices in 2019. The customer service so far has been non-existing as our Adobe account wrongly suggests we don't have an active membership (we DO, as we paid for it). Please help us with this issue Adobe customer support..

Details:

• For years, we have had the discounted Adobe Creative Cloud through Techsoup. We've paid with the same credit card all of these years. 
• In 2019, we have been billed and continue to use our Creative Cloud apps succesfully when logged in. However, when we log in to the Adobe website, it says we don't have an active membership. Also it does not show the 2019 invoice under 'invoices'.
• However, my credit card was billed 362,75 on the 24th of May 2019 by Adobe. 

Adobe, PLEASE update our account and invoices so we can:
- Get regular chat support by an actual human
- Download the invoice so we can do our taxes
- Cancel our subscription from March 2020

Thanks in advance for solving this problem.

[AxelMatt]

This is a public forum, not the link to Adobe support. Sorry, but we're normal users and we can't help with account and/or payment problems. Please click the link below to contact Adobe staff to help. 

Be sure to remain signed in with your Adobe ID before accessing the link below 

You have to allow 'cookies' in your web browser for this to work 

https://helpx.adobe.com/contact/support.html 

[JB_comm]

Hi Axel_Matt,

Thanks for your reply, but the problem is that I cannot reach customer support when logged in.

As Adobe says I don't have an active membership, even though I did pay for it. When you don't have one, they won't offer customer support. This is becoming Kafkaesque 😞

[AxelMatt · Accepted solution]

I've forwarded your issue directly the Adobe support. I'll hope one of the employees will contact you very soon.